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Customer Service Representative

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Job Objective

  • Develop close and confident relationship with Customers to satisfy their needs.Manage communication and relation with the Customer.
  • Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
  • Co-ordinate the order treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.
  • Share customer knowledge to all relevant internal stakeholders
  • Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.

Roles & Responsibilities

  • Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.
  • Is responsible for order management once PO is in.
  • Validate customers’ Purchase Orders, according to “Thales DIS Customer’s Purchase Order Review” process
  • Create and Validate the Product code (unique Order Item) in coordination with customer and Technical Consultants and manufacturing sites.
  • Coordinate Customers’ executables for Sales Order production (artwork validation, specific payment conditions, input files…)
  • Ensure customers’ Purchase Orders are registered accurately and timely matter in Thales DIS order entry systems to allow treatment by Planning dept.
  • Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery dates and delivery location based on agreed in coterms
  • Preparing for all documents and for imports and exports and strictly follow Trade compliance regulation
  • Apply for external Inspections thru SGS/BV following the Customer country customs regulations
  • Relay information around orders to/from Customers versus internal teams.
  • Follow up the Sales Orders and process the shipment and invoicing, in a proactive mode
  • Is responsible for backlog report accuracy through ERP data update when relevant
  • Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper supitem at order booking level.
  • Provide the agreed reports to Customers
  • Attend some Customers’ meetings, be present with internal teams when Customers visit Thales DIS facilities
  • Launch Risk Order procedure , when necessary
  • Inform Sales Operations on the receipt of non-forecasted Customers’ PO
  • Ensure recording Customer’s file as per Thales DIS Customer Order File Checklist
  • Contribute to contract review with Sales, especially on Export regulations, Manuf lead times, export documents
  • Review, prepare and submit documents against Letter of Credit with target of 0 discrepancy.
  • Is in charge of Customers’ complaints registration and follow up post delivery
  • Contribute to the short-term billing forecast exercise in volume and to its achievements

Work Experience Requirements

  • 2 to 3 years’ experience in similar role in a Multi-National Company
  • Experience in Logistics- export and import and International Trade
  • Experience with document preparing against Letter of Credit
  • International Trade, Sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules, Trade compliance, Incoterms…)
  • System Tools : IT Literate (Microsoft Pack Office, …)
  • ERP (Oracle)

Qualification, Certification & Educational Requirements

  • College graduate and above preferably in International trade & Business or Supply Chain or Finance/Commerce

Preferred Skills

  • French and English (oral and written)
  • Customer oriented and availability
  • Ability to work in a fast-paced and dynamic environment.
  • Good organization skills, Self-initiatives
  • Stress resistant
  • Team player
  • Good at interpersonal-& intercultural communication


in United Arab Emirates , Dubai city

number of positions

1 Jobs available, apply now

job type


experience years

Starting with 2 years

2 years ago
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